Shipping & Returns
Shipping Information
All packages are packaged by hand with care.
1. Shipping Methods
2. Shipment Processing
3. Shipping Outside of the USA
4. Shipping FAQ
5. Return Policy
6. Exchange Policy
We use UPS (United Parcel Service) to ship our products.
Your shipping & handling fees will be calculated based on the weight, insured value of the shipment, and your zip code. This S&H cost is available online only for the USA, Puerto Rico and most locations of Canada. The fees are shown BEFORE you enter any personal information. For other U.S. territories and foreign destinations (United Kingdom, Japan, Australia, Germany, Netherlands, Denmark, Ireland, New Zealand, South Korea, France, Switzerland, Sweden, and Belgium) real-time shipping calculation is not available and will show "$0.00" when ordering. Please chat, email, or call us at 1.847.749.4522 for shipping costs to your location.
Ground Shipping Charges For Packages Less Than 1 Pound
For packages less than 1 pound UPS charges a minimum charge regardless of location.
1. Shipping Methods
Ground is the standard method of shipping if you are not in a hurry. Delivery ranges from 1-5 business days depending on your proximity (UPS does not deliver on weekends) and has no guaranteed delivery time. The delivery time will be noted upon order using latest UPS database.
3 Day Select is the preferred method for those who want it a little bit quicker and whose Standard Ground shipping is in the 4-5 business days range. This method has a guaranteed delivery in 3 full business days (not including the day it was shipped out) and has no guaranteed delivery time for the day the package arrives.
2nd Day Air is ideal for packages that do not need overnight shipment but still are in a time-crunch.This method has a guaranteed delivery in 2 business days (not including weekends) and has no guaranteed delivery time for the day the package arrives.
Next Day Air Saver is a perfect option for any customer wanting to receive the package in 1 day but trying to keep it as affordable as possible. This option is guaranteed by the next business day, but delivery time is not guaranteed, and can be delivered up to the end of the day.
Next Day Air is ideal for shipments that must arrive earlier in the business day with a guaranteed time. This shipping method is guaranteed by the next business day (not including weekends) by 12 P.M.
Next Day Air Early AM is an option available for customers who want the next day delivery service earlier than the Next Day Air option. With Early AM the package is guaranteed by 9 AM the following day (not including weekends).
Next Day Air Saturday is available upon request (not as an option on our website). Please call or email us to discuss this option.
Special Notes All of your shipments are tracked and insured. We will send you tracking information via email within 1 business day of shipment. Please do not use a P.O. Box for the ship-to address. It must be a physical street address.
2. Shipment Processing
Most non-imprint orders will be shipped within 3 business days. If you order by 3:00 P.M. Central time, your order may ship as early as same day . Exceptions include orders that have imprinting on the frames (can take 3-5 business days before shipping). Exceptions can sometimes made with rush fee to put your order at the front of cue and/or extra efforts such as dropping the package at the UPS store.
If we have stock issues, we will notify you as soon as possible so that we can resolve it quickly. Orders made after 3:00 P.M. would be shipped the following business day at the earliest (although we may be able to occasionally squeeze late orders out the door the same day).
3. Shipping Outside of the US
We currently ship to the 50 US states, U.S. territories, and Canada. We have recently added United Kingdom, Japan, Australia, Germany, Netherlands, Denmark, Ireland, New Zealand, South Korea, France, Switzerland, Sweden, and Belgium to the list of foreign countries to which we ship. Please chat, email, or call us at 1.847.749.4522 for shipping quotes to your location. If you are in Canada please note that you MAY be charged import duties by your own country. We have no involvement in this. Please check with your local UPS Service center to get better estimates on what types of import charges (including local broker fees) you might incur upon delivery. Any standard shipping to Canada will incur duty/brokerage fee's up to 60% of your purchase, with expedited shipping methods the brokerage fees are included. If you contact us we may be able to get an estimated broker fee, but what UPS will charge upon delivery may be different from the estimated cost. You can also email us (support@promoframes.com) to get a quote before making an order as well.
Other possible charges include local GST and Provincial taxes depending on where you live. All of these possible fees are calculated after your package leaves our door. Please understand that while we will try our best to estimate costs for you, any taxes, fees, or charges are your responsibility. Please see the UPS Canada Customs Clearance Page for possible charges.
4. Shipping FAQ:
If I submit my order 3 PM on a Monday and select 2nd Day Air as my shipment method, will my package arrive on Wednesday or Thursday?
Since the order was submitted after our 12 Noon cut-off time, the package will likely not be shipped until the following day. The first day to count for the 2nd day air is Wednesday, so the 2nd day (the day it will be delivered) would be Thursday. If the order was submitted prior to noon on Monday, it would have been sent out for delivery that day and delivered by Wednesday. (If the order you selected is out of stock, we would contact you immediately).
If I submitted my order Wednesday morning and selected 3-day select, when will I receive it?
Since the order was submitted before our 12 NOON CST cut off time, as long as it has no imprinting it will ship out the same day (as long as all the product is in stock). 3 business days from Wednesday would put the package being received by the end of the business day Monday.
If I selected standard ground for my shipping method, can I specify a specific time I want it delivered?
With the ground shipping method, you cannot specify delivery time. This option only guarantees the package by the end of the day.
Can I leave specific instructions for the UPS driver?
Yes, we have a line underneath the address field that we can leave special instructions for the delivery driver (for example, please leave at door). However we request that instructions be brief due to limited space.
How will I know if a product I purchased is out of stock and how will this affect my delivery time?
We process orders as soon as we get them, so typically with in a few hour period we will know if a current product is out of stock. If this is the case, we will contact you immediately and provide alternative options.
5. PromoFrames Return Policy
We understand that from time-to-time, customers will need to return product for various reasons. If the product is in good condition and no imprinting was added, you can return it within 14 days of receipt of shipment through our Returned Materials process. If you choose to return the product, you are responsible for shipment costs back to us. We suggest that you obtain a tracking number and insurance for the package so that it is covered if there is an unforeseen incident. We also charge a 20% restocking fee to place product back into our distribution warehouse system. Once we receive/inspect the frames and deduct the 20% restocking fee, the remaining amount will be credited back to you. Please allow 4-5 business days for the credit to appear on your statement. Please note that shipping costs are non-refundable.
6. PromoFrames Exchange Policy
Ordering online is never an exact science. Even though we try to provide you with as much information about a product as we can, we understand that sometimes when you receive a product it isn't exactly what you were looking for. As in our return policy, you are responsible for covering the costs of shipping the frames being exchanged back to us. However, at that point, we can go ahead and credit the amount of your initial order for your frames (not including shipping costs) to your exchange order.
